Returns and Refunds Policy

At Victory Catering Equipment, customer satisfaction is important to us. We strive to provide high-quality catering equipment and excellent service. If you are not completely satisfied with your purchase, we are here to help.

Please read our Returns and Refunds Policy carefully before making a purchase.

1. Return Eligibility

You may request a return, exchange, or refund within 7 days of receiving your order, provided that:

The item is unused, undamaged, and in its original condition.
The item is returned in its original packaging with all accessories, manuals, and components included.
Proof of purchase, invoice, or order confirmation is provided.
The product has not been installed, modified, altered, or subjected to misuse.

Victory Catering Equipment reserves the right to inspect returned products before approving a refund or exchange.

2. Defective, Damaged, or Incorrect Products

If you receive a product that is:

Defective,
Damaged during delivery,
Missing parts, or
Different from what was ordered,

please notify us within 48 hours of delivery by email or telephone.

Where a product is confirmed to be defective or supplied incorrectly, we will arrange for repair, replacement, exchange, or refund at no additional cost to you.

Photographs of the product and packaging may be requested to assist with the assessment process.

3. Non-Returnable Items

For health, safety, hygiene, or special-order reasons, the following items may not be returned unless defective:

Products specially ordered or imported on customer request.
Custom-built or customised equipment.
Clearance, liquidation, or discontinued stock marked as non-returnable.
Consumables, chemicals, cleaning products, and food-related items that have been opened or used.
Items damaged due to misuse, negligence, incorrect installation, power surges, or failure to follow operating instructions.
4. Change of Mind Returns

If you change your mind after receiving your order, you may request a return within 7 days of delivery.

Approved change-of-mind returns are subject to the following conditions:

The item must be unused and in resalable condition.
The customer is responsible for all return shipping and handling costs.
A restocking fee may apply for certain products.
Original delivery charges are non-refundable.

Products returned in a condition that prevents resale may not qualify for a refund.

5. Refund Process

Once your returned item has been received and inspected, we will notify you regarding the status of your refund.

Approved refunds will be processed using the original payment method used for the purchase.

Refund processing times may vary depending on your bank or payment provider but are generally completed within 7 to 14 business days after approval.

6. Exchanges

Where stock is available, we may offer an exchange instead of a refund.

If the replacement item is of greater value, the customer will be required to pay the difference. If the replacement item is of lesser value, the balance will be refunded.

7. Warranty Claims

Many of our products include manufacturer warranties.

Warranty claims do not cover:

Normal wear and tear.
Incorrect installation.
Electrical damage caused by power fluctuations or surges.
Damage caused by misuse, abuse, negligence, or unauthorised repairs.
Failure to perform routine maintenance.

Warranty periods vary by product and manufacturer. Please refer to the product description or contact us for specific warranty information.

8. Return Shipping

Unless a product is defective, damaged, or supplied incorrectly, customers are responsible for return shipping costs.

We recommend using a tracked and insured courier service when returning products. Victory Catering Equipment cannot be held responsible for items lost or damaged during return transit.

9. Order Cancellations

Orders may be cancelled before dispatch.

If an order has already been processed, packed, or shipped, cancellation may not be possible, or cancellation fees may apply.

Special-order and custom products cannot be cancelled once procurement or manufacturing has commenced.

10. Consumer Rights

Nothing in this policy limits or excludes any rights available to consumers under applicable South African consumer protection laws. Where legislation provides greater protection than this policy, the applicable legislation shall prevail.

11. Contact Us

If you have any questions regarding returns, refunds, exchanges, or warranty claims, please contact us:

Victory Catering Equipment

Website: https://victorycatering.co.za/

Email: Info@victorycatering.co.za

Business Hours: Monday to Friday, 08:00 – 17:00